Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unworn, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at Customer@xelloxello.com.
Please note that customers are responsible for the direct cost of return shipping.
We do not provide prepaid return labels.
Returns must be sent to the following address:
Marcel Sygula, Domstraße 91, 50668 Cologne, Germany
Items sent back without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, including custom products (such as made-to-order or personalized pieces).
We do not accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
The item must be returned in the same condition that you received it — unworn, unused, with tags, and in its original packaging. Proof of purchase is required.
Refunds
Once we’ve received and inspected your return, we’ll notify you if the refund has been approved.
If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since your return was approved, please contact us at Customer@xelloxello.com.